Call Center Quality Assurance Specialist

About this role

Adroit Advanced Technologies, Inc.

Responsibilities: ● Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards. ● Assist with the development, analysis and distribution of recaps, findings and summaries. ● Assist with training new agents and re-training on policies and procedures. ● Remain proficient and up-to-date on policies and procedures for all operations. ● If needed, assist in developing new procedures, and update existing procedures when changes occur. ● Conduct agent monitoring activities, while providing live in the moment coaching for quality assurance purposes. ● Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings. ● Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership. ● Perform other duties as may be assigned by leadership.

Beacon Mobility is a growing family of companies committed to serving the diverse needs of our customers. Experienced, compassionate, and inspired, we take pride in our ability to create customized, mobility-based solutions that empower people to get where they need to go. Our purpose is simple - MOBILITY WITHOUT LIMITS: Transporting people to live, learn, and achieve. We are dedicated to providing those we serve with the opportunities, resources, and support to confidently move ahead. We support safe, compassionate, and inclusive environments that provide our communities with the mobility solutions they need to flourish and succeed. Backed by nearly 70 years of experience, Beacon Mobility operations can be found in Massachusetts, New York, Pennsylvania, Illinois and Minnesota providing support to over 10,000 employees in over 1,300 communities through the delivery of Paratransit and School Bus services leveraging a fleet of over 6,500 vehicles.

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